Customer Care Specialist

Service Pros Installation Group, Inc • Charlotte, NC

31d • Onsite

About The Position

The Customer Care Specialist reports to the Customer Care Supervisor and is responsible for performing customer service duties via phone, email, and chat. This is an hourly, non-exempt position.

Requirements

• High school diploma or general education degree (GED); and one to two years of related experience and/or training; or an equivalent combination of education and experience.
• Experience must involve customer service management.
• Ability to read and comprehend simple instructions, correspondence, and memos.
• Ability to write letters and prepare other documents as needed.
• Proofreads work.
• Ability to add, subtract, multiply, and divide into all units of measure for basic algebraic and geometric calculations.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.
• Knowledge of computer workstations and peripheral equipment; knowledge of database, spreadsheet, email, and word processing software.
• Be able to effectively communicate orally and in writing in English.
• Ability to view documents, on multiple screens, and read handwritten documents.
• Identifies and resolves problems in a timely manner.
• Speaks clearly and persuasively; Participates in meetings.
• Writes clearly; Able to read and interpret written information.
• Contributes to building positive team spirit.
• Promotes a harassment-free environment.
• Treats people with integrity and ethically.
• Supports the organization’s goals, values, and code of ethics.
• Exhibits sound and accurate judgment; Includes appropriate people in the decision-making process; Makes timely decisions.
• Prioritizes work activities; Uses time efficiently.
• Focuses on solving conflict, not blaming; Treats others with respect and consideration; Accepts responsibility for own actions.
• Demonstrates accuracy and thoroughness; Monitors own work to ensure quality.
• Meets productivity standards; Completes work in a timely manner.
• Observes safety and security procedures; Reports unsafe conditions; Uses equipment and materials properly.
• Must be organized and able to follow up on statuses and ensure completion of tasks.
• Is consistently at work and on time.

Responsibilities

• Handle customer inquiries and complaints with utmost professionalism. Obtains details and escalates issues to Customer Care Supervisor is unable to resolve the issue.
• Answer, document, and resolve incoming and outgoing calls from the SPIG Customer Service Line.
• Input all data into SPOT to update records.
• Contact customer to review warranty information and conduct customer satisfaction surveys after installation.
• Other duties as assigned by the Customer Care Supervisor.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED